Are you ready to embark on a journey that will take you to the far corners of the world, challenge you to grow, and reward you with a sense of fulfillment and purpose? Look no further than arenaflex, where we're seeking a results-driven Customer Service Manager (CSM) to join our team of dedicated professionals. As a CSM at arenaflex, you'll have the opportunity to develop your skills, knowledge, and leadership abilities while making a real impact on the lives of our customers.
**Why You'll Love This Role**
At arenaflex, we're committed to creating a workplace culture that values diversity, inclusion, and employee well-being. Our CSMs are the backbone of our operations, and we're looking for someone who shares our passion for delivering exceptional customer experiences. As a CSM, you'll be responsible for driving functional excellence, ensuring a safe and healthy work environment, and mentoring and guiding our frontline colleagues to achieve their full potential.
**What You'll Do**
As a Customer Service Manager at arenaflex, your key responsibilities will include:
* **Driving Functional Greatness**: Lead by example, ensuring a safety-conscious culture that elevates end-to-end exceptional customer care, resulting in employee and customer safety and well-being.
* **Be a Safety Advocate**: Identify and address safety concerns on a case-by-case basis.
* **Set Group and Individual Objectives**: Align with departmental and organizational targets; mentor and guide frontline colleagues in skill development, customer care excellence, and company culture behaviors.
* **Establish and Advance Successful Relationships**: Foster empathy, legitimacy, trustworthiness, respect, and pride among colleagues.
* **Allocate Resources and Provide Support**: Ensure groups achieve functional objectives in a safe and healthy manner.
* **Guarantee Continuous Safety and Reliability**: Conduct self-reviews, observations, root cause analyses, and other related safety commitments.
* **Advance Effective Communication**: Engage our team to collaborate and achieve shared objectives.
* **Knowledge of Joint Collective Bargaining Agreement (JCBA)**: Ensure colleagues adhere to corporate policies and procedures.
* **Embody Core Values**: Energy, responsibility, productivity, reliability, trustworthiness, good faith, genuineness, inspiration, and reliability.
* **Manage Escalated Issues**: Be visible to colleagues when issues arise.
* **Communicate Key Corporate and Local Information**: Effectively convey key information to frontline leaders in a timely and successful manner.
* **Capacity to Learn and Apply Association Contract Rules/Regs**: Apply association contract rules and regulations in daily interactions with frontline colleagues and local association leaders.
**Favored Capabilities and Qualifications**
* **Instruction and Earlier Professional Training**: Past airport customer service experience, 3 years of experience leading others, knowledge of organizational systems and processes, and functional automation applications.
* **Abilities, Licenses, and Certifications**:
+ Ability to draw out the best performance in the workforce through proactive employee engagement and support for a comprehensive work environment.
+ Ability to effectively listen – concentrating on what others are saying, carving out time to understand the points being made, asking questions as needed.
+ Decisive ability to reason – using logic and thinking to identify the pros and cons of alternative solutions, conclusions, or approaches to problems.
+ Ability to monitor and evaluate the performance of self, colleagues, and the operation to make enhancements or take remedial action.
+ Strong critical thinking skills.
+ Ability to work independently as well as collaboratively.
+ Ability to work under demanding operational circumstances.
+ Ability to focus on and execute with a need to get moving and accuracy.
+ Ability to use sound business judgment to resolve issues with internal and external clients.
+ Knowledge of Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
+ Has USPS clearance or the ability to obtain USPS clearance (USPS has a five-year US residency requirement).
+ Ability to work additional hours when operational needs arise.
+ Ability to work rotating shifts, including weekends, holidays, and days off.
**What You'll Get**
As a valued member of the arenaflex team, you'll enjoy a comprehensive benefits package, including:
* **Medical, Dental, Vision, and Prescription Benefits**: On the first day of employment, you'll have access to your health, dental, prescription, and vision benefits to help you stay healthy. And that's just the beginning – we also offer virtual doctor visits, flexible spending accounts, and more.
* **Health Programs**: We believe you should be your best self – that's why our health programs provide you with the right tools, resources, and support you need.
* **401(k) Program**: Available upon hire, and depending on the workgroup, employer contributions to your 401(k) program are available after one year.
* **Additional Benefits**: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.
**Join the arenaflex Family**
At arenaflex, we're committed to creating a workplace culture that values diversity, inclusion, and employee well-being. Our 20+ Employee Business Resource Groups are designed to connect our employees to our customers, suppliers, communities, and investors, helping employees reach their full potential and establishing a comprehensive workplace to address and surpass the challenges of our diverse world.
Are you ready to feel a sense of pride and fulfillment as you do your part to keep the world's largest airline running smoothly as we care for people on life's journey? Join the arenaflex family today!
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